Welcome! Please think about your most recent support conversation where a chatbot transferred you to a human agent (preferably within the last 90 days). If you haven’t had one in the last 90 days, use your most recent.
Where did this conversation begin?
- Website chat widget
- Mobile app chat
- Messaging app (e.g., WhatsApp, Messenger)
- SMS/text
- Social media chat
- Voice/phone IVR with bot
- Other
When did this handover occur?
How did the transfer to a human agent happen?
- I asked to speak to a person
- The bot suggested transferring
- It happened automatically when the bot couldn’t help
- I was offered a choice of agents/channels
- I’m not sure
Overall, how would you rate the handover from chatbot to human agent?
How easy was the transition from chatbot to human agent?
About how many minutes did you wait between the bot and the human agent? If the handover was immediate, enter 0.
Please evaluate the handover.
Attention check: To confirm you’re paying attention, please select “Yes.”
How effective was the human agent after the handover?
Was your issue resolved by the end of the conversation?
- Yes, fully resolved
- Partially resolved
- No, not resolved
- Not applicable
What, if anything, did you have to repeat to the agent? (Select all that apply)
- Name or account details
- Order/case number
- Problem description
- Steps already tried
- Files or screenshots
- Nothing had to be repeated
Thinking about timing, would you have preferred the handover to happen…
- Sooner than it did
- Later than it did
- Timing was about right
- No preference
How likely are you to use the chatbot again knowing a human handover is available?
Where do you currently live?
How do you describe your gender?
- Woman
- Man
- Non-binary
- Prefer not to say
What is the highest level of education you have completed?
What is your current employment status?
- Employed full-time
- Employed part-time
- Self-employed
- Student
- Unemployed and seeking work
- Not working by choice (e.g., caregiver)
- Retired
- Prefer not to say
What one change would have most improved the handover for you?
Max 600 chars
AI Interview: 2 Follow-up Questions on your handover experience
Thanks for your time—your feedback will help improve future handovers.